ServiceNow Architect
2 weeks ago
ServiceNow Technical Architect Key Responsibilities: - Lead the end-to-end architecture and design of ServiceNow solutions across ITSM, ITOM, HRSD, CSM, or other modules, with a strong focus on native AI/ML capabilities and workflow data orchestration. - Architect and implement AI-powered workflows using ServiceNow's Now Assist platform, including: - Now Assist AI Agents - AI Search for contextual, intent-based search experiences - Predictive Intelligence for classification, prioritization, and routing - Task Intelligence for process optimization - Natural Language Understanding (NLU) and Natural Language Query (NLQ) for enhanced self-service - Now Assist Skill Kit and Data Kit for building reusable AI logic and structured data extraction - Leverage Workflow Data Fabric to unify, virtualize, and model enterprise data for scalable AI/ML workflows and insight-driven automation. - Use AI Control Tower to govern, monitor, and optimize performance of all deployed AI models and capabilities. - Collaborate with cross-functional business and IT teams to identify intelligent automation opportunities, improve service delivery, and enhance operational efficiency using AI-driven ServiceNow solutions. - Define and document ServiceNow architecture standards, reusable patterns, and platform best practices, aligning them with enterprise IT, data, and AI strategies. - Provide technical leadership and mentoring to ServiceNow developers, AI engineers, and platform administrators. - Lead complex ServiceNow platform upgrades, AI-enablement initiatives, migrations, and integrations with third-party platforms (e.g., Azure OpenAI, AWS Bedrock, Google Vertex AI). - Ensure compliance with enterprise data governance, security, and AI ethics policies across all intelligent automation solutions. - Continuously evaluate and integrate GenAI capabilities, including Now Assist and external LLMs, to enhance user experiences, employee productivity, and decision-making. - Stay informed of ServiceNow's evolving AI/ML roadmap, including new OOTB features and plugins, and provide strategic recommendations to key stakeholders. Required Skills and Qualifications: - 15+ years of overall IT consulting and architecture experience. - 10+ years of hands-on experience with ServiceNow platform architecture, solution design, and enterprise deployments. - 3+ years working with AI/ML technologies within or outside ServiceNow — including predictive analytics, NLP, GenAI, chatbots, and intelligent process automation. - In-depth knowledge of ServiceNow modules such as ITSM, ITOM, CMDB, HRSD, and CSM. - Proven hands-on experience with ServiceNow's native AI tools, including: - Now Assist, Virtual Agent, AI Search - Predictive Intelligence, Task Intelligence - NLU/NLQ, Performance Analytics - Workflow Data Fabric - AI Control Tower - Experience integrating external AI services (e.g., Azure AI, AWS SageMaker, Google Vertex AI) into ServiceNow. - Proficient in JavaScript, REST/SOAP APIs, and both client/server-side ServiceNow scripting. - Experience with cloud-native architecture, CI/CD pipelines, and DevOps practices for the ServiceNow ecosystem. - Strong communication, stakeholder management, and leadership skills, with a consultative mindset. - ServiceNow CSA and at least one CIS certification (e.g., ITSM, HRSD, or CSM) required. - Bachelor's or Master's degree in Computer Science, Information Systems, or a related field.
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